Veritas™ Appliance AutoSupport Reference Guide

Last Published:
Product(s): Appliances (Version Not Specified)
Platform: Veritas 3340,Veritas 5340,Veritas 5150,Veritas 5350,Veritas 5330,Veritas 5250,Veritas 5240
  1. Product overview
    1.  
      Overview of AutoSupport
    2.  
      About Call Home
  2. Architecture
    1.  
      Introduction to AutoSupport architecture
    2. AutoSupport components
      1.  
        About the client agent
      2.  
        About the Veritas Appliance monitoring infrastructure
      3.  
        About the MyAppliance portal
      4.  
        About the NetInsights Console
      5.  
        Call Home data transmission
  3. Call Home security
    1.  
      Data security standards
    2.  
      How the Call Home data is transmitted
    3.  
      How the Call Home data is received and stored
    4.  
      How long the Call Home data is maintained
    5.  
      Data privacy
  4. Configuring client settings on NetBackup and Access appliances
    1.  
      Enabling and disabling Call Home from the appliance shell menu
    2.  
      Enabling and disabling Call Home from the NetBackup Appliance Web Console
    3.  
      Settings > Notifications > Alert Configuration
    4.  
      Configuring alert settings
  5. Configuring client settings on a Flex appliance
    1.  
      Viewing Call Home information
    2.  
      Configuring Call Home settings
    3.  
      Deleting and disabling Call Home settings
  6. Using the MyAppliance portal
    1.  
      Configuring the MyAppliance portal
    2.  
      Registering an appliance
    3.  
      Obtaining a copy of your Heartbeat packages
    4.  
      Unregistering an appliance
  7. NetBackup Product Improvement Program
    1.  
      About the NetBackup Product Improvement Program
    2.  
      How Veritas uses NetBackup Product Improvement Program data
    3.  
      How NetBackup Product Improvement Program data is transmitted
    4.  
      Data privacy
    5.  
      Enabling or disabling the NetBackup Product Improvement Program
    6.  
      NetBackup Product Improvement Program proxy configurations
  8. Appendix A. Frequently Asked Questions
    1.  
      Frequently asked questions

Call Home data transmission

The Client Agent transmits data on a routine basis to provide proactive monitoring and advanced diagnostics for support purposes. These data collections and transmissions are classified into 4 primary categories:

  • Event data

  • Configuration and Inventory data

  • Telemetry and Performance data

  • Diagnostic data

The following section describes each category, their transmission interval, and basic properties:

Event data condition

Interval:

  • Immediately upon an event detection, such as a hardware or software fault or failure

Basic properties:

  • Appliance mode (primary or media server)

  • Appliance state (healthy or not healthy)

  • Serial number

  • Time of failure

  • Firmware versions

Extended attributes of only the failed components:

  • Battery voltage level, charge state, etc.

System Inventory & Configuration Data

Interval:

  • Once per 24 hours

Basic properties:

  • Inventory of all hardware components including:

    • Manufacturer

    • Model

    • Serial Number

    • Type

    • Location

    • Firmware

    • Other component-specific metadata or attributes provided by the component vendor

  • Configuration data including user-defined configuration states:

    • Storage configuration

    • Network information

    • Feature enable/disable flags

  • Telemetry and performance data:

    • Storage utilization

    • Extended attributes of certain components, for example, battery voltage, charge state, thermal sensor data, fan speeds, and power supply voltages.

DataCollect package

Interval:

  • Every three days

  • If a failure state is detected during this time the DataCollect package is assembled within 30 minutes. The three-day transmission cadence resets.

File locations

  • NetBackup files are located at /log/DataCollect.zip

  • Flex files are located at /log/autosupport/DataCollect.zip

Full diagnostic and hardware configuration inventory:

  • Operating system diagnostics:

    • System message log (/var/log/messages)

    • dmesg log

    • Boot log

    • Disk partition usage (df - h output)

    • Memory state information

    • iostat disk performance logs

    • vmstat volume performance logs

    • vxfsstat file system performance logs

  • IPMI and chassis hardware:

    • IPMI alarm state log

    • IPMI sensor data

    • CPU diagnostic data

    • Field Replaceable Unit (FRU) chassis log

  • RAID controllers:

    • RAID adapter logs

    • RAID Battery Backup Unit state log

    • LUN configuration data

  • Storage subsystem:

    • Disk group information

    • Expansion shelf diagnostics

    • Enclosure diagnostics

    • Physical disk logs

    • SMART disk diagnostics

  • Patch management:

    • Patch install logs